The player from Germany had requested a permanent closure of his account at Silverplay due to a gambling problem, but the casino only closed it temporarily after a protracted process of 1.5 months and repeated email exchanges. He felt that the casino's handling of his self-exclusion request was irresponsible and sought help and compensation for his avoidable losses. The Complaints Team facilitated communication between the player and the casino, which led to the casino's acknowledgment of its failure to process the self-exclusion request properly. Consequently, the player received a full refund of his deposits, and the complaint was marked as resolved.
Silverplay Casino - Player's account has been closed temporarily.
Amount: €2,000
Silverplay Casino
Safety Index:Above averageSafety Index
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6.5
Silverplay Casino has a Safety Index of 6.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month ago
Translation
Hello CasinoGuru Team,
On August 12, 2024, I explicitly requested via email (to support@silverplay.com and customercare@silverplay.com) a permanent closure of my account at Silverplay. Initially, I received no response. Finally, on August 26th (!), I received an email advising me to use a different email address (customerassist@silverplay.com) for my request, a typical strategy of NewEra B.V. casinos. So, I sent another email to the given address, highlighting my gambling problem, and on September 3rd, I received a reply directing me back to customercare@silverplay.com—the very same email address I used for my initial request. The casino only closed my account on September 23rd, and only for 30 days, allowing me to play again on the site, despite explicitly notifying the casino about my gambling addiction.
In my opinion, this is absolutely irresponsible. The casino will undoubtedly argue with their terms and conditions, but I created my account at Silverplay in June or July. A self-exclusion request should never take 1.5 months, and the account should have been permanently closed as requested. The account is currently open again, and all my losses at Silverplay could have been entirely avoidable if they had responded more swiftly and in the correct manner to my request made three times.
My complaints against New Era BV Casinos have been unsuccessful so far, but this case is beyond all others in the sheer audacity of the casino's actions!
I am asking for your help; I believe I deserve compensation.
Best regards,
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1 month ago
Dear lolseinsohn,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:
3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from Silverplay.com, he/she needs to contact us on the following email address: customercare@silverplay.com
Customer’s email needs to include the following information:
(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;
(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.
Could you please forward me all self-exclusion requests together with any other relevant communication between you and the casino? My email address is kristina.s@casino.guru.
Do you currently have access to your casino account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
Hello Kristina,
I will forward you all three emails as well as the emails from silverplay1.com.
I currently have unrestricted access to my player account, despite requesting a permanent ban three times.
The casino will argue with another part of their terms and conditions, namely that you can only request self-exclusion 30 days after creating the account. However, this does not apply in this case, as the account had already been in existence for 2 months at the time of the first email.
Best regards and many thanks
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1 month ago
Thank you for your reply, lolseinsohn. First of all, I would like to emphasize that we believe that there should not be any time restrictions on when players can or cannot request self-exclusion. If they express a gambling problem in the request, the account should be closed as soon as possible and remain closed for the desired period.
I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
Translation
All right, thank you very much!
As expected, the casino has now permanently closed my account after I mentioned this complaint.
Nevertheless, I believe that I am entitled to a refund because the casino deliberately delayed my ban by almost 1.5 months and also reopened my account after 30 days, even though I specifically requested a permanent self-exclusion.
I hope the matter can be resolved, such delaying tactics as those used by silverplay1.com are, in my opinion, incompatible with general gambling regulations and extremely damaging to people with a gambling problem.
Best regards
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1 month ago
Dear lolseinsohn,
My name is Kubo, and I will be assisting you with your complaint moving forward. I’m truly sorry for the situation you’ve encountered, and I will do my best to help resolve this matter. After reviewing all the information and evidence you have provided, I believe your eligibility for a refund of your deposits is clear, given that Silverplay Casino appears to have failed to properly process your self-exclusion request.
I would like to invite Silverplay Casino's representatives to join this discussion and provide any relevant information that may help in resolving this issue.
Dear Silverplay Casino,
Could you please provide a detailed explanation regarding this case and clarify the reasons behind the failure to process the player's self-exclusion request correctly? Specifically, I would appreciate an explanation for the significant delays in the process, as well as the repeated referrals to different email addresses, despite the player having followed all the necessary steps outlined in the Terms & Conditions.
Your cooperation in providing clarity on this matter would be greatly appreciated.
Best Regards,
Kubo
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1 month ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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4 weeks ago
Dear Kubo,
We have contacted you privately to discuss the matter further. Thank you!
Kind regards,
Silverplay Casino Team
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3 weeks ago
Dear lolseinsohn,
I apologize for the delayed response. I am still in communication with the casino representatives outside of this thread and will provide an update as soon as possible.
I am extending the timer by an additional 7 days; however, I will do my best to bring you an update much sooner.
Thank you for your understanding and continued patience.
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3 weeks ago
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Hello Kubo, dear SIlverplay team,
Thanks for the answer and for trying to find a solution here!
Best regards
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2 weeks ago
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Dear Kubo, dear SilverPlay team,
Thank you all for the satisfactory resolution of this matter! I am very happy with the amount refunded. The payment has already been processed, I will give another update here as soon as the money has arrived in my bank account.
I am very grateful for the help from Casino Guru and for silverplay's willingness to compromise in this matter.
Best regards!
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2 weeks ago
Dear lolseinsohn,
I am glad to hear that we were able to reach a satisfactory resolution regarding your matter. I will keep this complaint open until I receive confirmation that the refunded amount has been successfully received on your end.
Thank you for keeping me informed, and I look forward to your confirmation.
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1 week ago
Dear lolseinsohn,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
Dear lolseinsohn,
Could you kindly confirm that you have received your refund?
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1 week ago
Translation
Dear Kubo,
I apologize for the late reply. Yes, the casino refunded me the entire amount! Thanks again for your help. Unfortunately, of the other New Era BV casinos, Olympusbet1.com, for example, decided against a refund, even though the case was very similar. But I am absolutely satisfied with the outcome!
I wish you happy holidays and a good start into the new year 🙂
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1 week ago
Dear lolseinsohn,
I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.
Thank you for your cooperation! Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!
We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).
An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.
Thank you in advance for your support in helping us enhance our services!
Also, wishing you a Merry Christmas and a Happy New Year!
Best Regards,
Kubo
